Tier 1 Service Desk Representative - Night Shift

We are looking for a customer-focused IT Service Desk Representative to join our team and assist in providing high-quality technical support to internal users. As an IT Service Desk Representative, you will be responsible for handling basic IT service-related issues, troubleshooting common software and hardware problems, and ensuring that all service requests are addressed efficiently and professionally. The ideal candidate should have strong communication skills, a problem-solving mindset, and a passion for providing exceptional customer service.

Key Responsibilities:

Respond to and assist end-users with basic IT issues, including software, hardware, and network connectivity problems. Address service requests in a timely and professional manner.
• Log and track support tickets in the service desk system, ensuring accurate documentation of issues, solutions, and follow-ups. Escalate more complex issues to higher-level support teams as necessary.
• Provide first-line technical support for common IT problems such as password resets, system access issues, printer malfunctions, application errors, and general hardware troubleshooting.
• Use the internal knowledge base to resolve issues and assist customers. Continuously update and improve knowledge articles based on recurring customer queries.
• Handle service requests related to software installations, hardware setups, and network access, escalating more complex issues to appropriate IT support teams.
• Maintain clear and professional communication with users, ensuring that they are kept informed of the status of their requests. Provide clear instructions for resolutions or next steps.
• Keep detailed records of user interactions and issues resolved to contribute to the knowledge base. Provide updates to service desk management on common issues or recurring trends.
• Offer basic training and guidance to users on how to use software applications and IT systems more effectively. Provide advice on IT best practices to enhance overall user experience.

*Position contingent upon Spring 2025 contract award*

• TS/SCI with Polygraph level clearance is required.
• BA/BS and 2+ years of experience; Masters and 0+ years of experience; an additional four years of experience may be considered in lieu of degree.
• Familiarity with common IT issues and troubleshooting methods.
• Experience using service desk management tools (e.g., ServiceNow, Jira, etc.) is a plus.
• Strong communication skills, both verbal and written, with the ability to explain technical issues in a user-friendly manner.
• Basic understanding of computer systems, software, and networking.
• Excellent customer service and interpersonal skills.
• Ability to troubleshoot and resolve basic IT issues efficiently.
• Patience and empathy when assisting users, with a focus on creating positive user experiences.
• Ability to work in a fast-paced environment while managing multiple support requests.

Certifications:

• ITIL Foundation certification is a plus but not required.
• CompTIA A+ or similar certifications are preferred but not necessary

Shift: Night shift, 6:00 pm - 6:00 am, two-week cycles of working 3-4 set days per week and every other weekend

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we're keeping people around the world safe and secure.